News

Enlighten has once again been listed in Gartner’s Hype Cycle series, under Human Capital Management Technology 2019[1], in the category of Mid/Back-Office Workforce Optimisation (MBWFO).

As global experts in operational excellence, Enlighten has carved out a core competitive strength in mid/back-office workforce optimization, which has been given a “High Benefit” rating by Gartner. MBWFO is designed to enhance productivity and improve the operational performance of mid and back-office workers, who typically hold administrative and support roles.

In the report, Gartner analyst Sam Grinter explains that, “MBWFO continues to be a focus for employers that are looking to both achieve a more efficient labor spend for groups of similarly skilled workers doing repetitive and common tasks, and to ensure that workers are motivated and productive”.

To date, the majority of MBWFO activity has occurred in sectors such as retail banking, professional services, insurance, and financial services. However, given the long-term benefits MBWFO provides for operational performance, it is predicted to expand across multiple industries in the future. The healthcare industry is especially well suited for the introduction of a solution such as Enlighten.

Tony Tregurtha, CEO and Co-Founder Enlighten, said, “The North American healthcare industry is facing similar challenges to what the automotive industry did 30 plus years ago. There is a unique opportunity to reinvent how the business is being managed to improve service, efficiency and employee engagement. At Enlighten, our mission is to educate healthcare providers about how metrics, management habits and disciplines can transform their businesses into world class service operations”.

Forbes[2] recently observed that employees with clear expectations and tools to do their work are the most engaged and show high rates of job satisfaction; an observation Enlighten sees time and time again when organizations implement tools that enhance productivity.

Gartner has been monitoring this market for several years and believes, there is a “niche demand for mid-office and back-office WFO in the market [and] the primary challenge for this technology to overcome, in order to make it to mainstream adoption, is the lack of awareness of the potential benefits of MBWFO by potential customers”. Gartner validates this, saying, “WFO deployed in the mid office and back office typically increases the productivity of workers. The benefit of this is the ability for the same number of FTEs to undertake a greater volume of work, while also maintaining or improving the quality of that work”.

If you would like to find out more about Enlighten’s proven MBWFO platform, please don’t hesitate to contact us. Visit the contact page on our website to find an Enlighten office near you, and schedule an appointment with us today: https://www.enlighten-opex.com....